IT ATM Operator

1. BASIC FUNCTION:

• To provide operational assistance to the Shift Leader in performing daily ATM operations for the bank
• primary responsibility is to ensure the smooth operation and security of ATM.
• will be responsible for monitoring the performance of ATMs and taking appropriate actions to resolve any issues that may ariseand involves both proactive monitoring and reactive problem-solving to maintain a high level of service for ATM users
• During assigned shift, enforces standards and methods for the physical security of the installation. Directs operation of all data processing equipment.

2. WORK PERFORMED & MAJOR DUTIES:

• 1 Monitor ATM Performance: Regularly monitor the performance and availability of ATMs using monitoring tools and software. Identify and investigate any abnormalities or issues, such as cash jams, network connectivity problems, or hardware malfunctions.
• 2 Troubleshooting: Perform troubleshooting and diagnostic procedures to identify the root cause of ATM issues. This may involve analyzing error codes, reviewing transaction logs, and coordinating with technical support teams or vendors for assistance in resolving complex problems.
• 3 Incident Management: Respond to incidents and service requests related to ATMs promptly and efficiently. Follow predefined procedures to resolve issues or escalate them to the appropriate teams for further investigation or resolution.
• 4 Security Monitoring: Monitor and report any suspicious activities or security breaches at ATMs. Collaborate with security teams to implement and maintain security protocols, such as surveillance systems, alarm systems, or physical security measures.
• 5 Maintenance and Upgrades: Coordinate with maintenance teams to schedule routine maintenance activities and software/hardware upgrades for ATMs. Ensure minimal disruption to ATM services during maintenance windows.
• 6 Reporting: Prepare and maintain reports on ATM performance, incidents, and service-level metrics. Provide regular updates to management regarding the status of ATMs, ongoing issues, and potential improvements.
• 7 Compliance: Ensure compliance with regulatory requirements and industry standards related to ATM operations, security, and data privacy. Stay updated with relevant changes in regulations and implement necessary measures to maintain compliance.
• 8 Respond to User inquiries: Provide prompt and efficient technical support to customers experiencing issues with ATMs. Address customer queries related to ATM functionality, transactions, and error messages.
• 9 Software configuration: Assist in the configuration and installation of ATM software applications, patches, and updates. Ensure compliance with security protocols and regulatory requirements.
• 10 Documentation: Maintain accurate records of customer interactions, technical issues, and solutions provided. Document troubleshooting steps, known issues, and resolutions for future reference.
• 11 Escalation and coordination: Escalate complex technical issues to the appropriate level of support within the organization. Coordinate with internal teams, such as network operations, software development, or field technicians, to resolve critical issues.
• 12 Continuous improvement: Identify recurring technical issues and propose solutions to improve ATM performance, reliability, and customer experience. Stay updated with the latest technological advancements in ATM systems.
• 13 Completes shift reports/incident report logs and completes problem report in case of not solving the problem.
• 14 Suggests improvements / scheduling of production jobs in order to increase efficiency of the system
• 15 Performs any other related duties as assigned

WORK CONTACTS:

ATM and other hardware and software vendors- Problem Reporting

IT support staff- Problem Reporting

Have frequent contacts with immediate associates to exchange information.

Requirements:
• University graduate
• Prior experience in ATM technical support or similar role preferred
• Strong knowledge of ATM hardware components and their functionalities
• Proficiency in troubleshooting hardware and software issues
• Understanding of AS400, Microsoft Windows and network protocols and connectivity (TCP/IP, LAN/WAN)
• Familiarity with ATM software applications and their configurations
• Good analytical and problem-solving skills
• Excellent communication and customer service skills
• Ability to work independently and collaboratively in a team environment
• Attention to detail and ability to handle multiple tasks simultaneously
• Flexibility to work in shifts, including weekends and holidays, if required